More Than Words · 5 days ago
Associate Director of Retail & Online Operations - Waltham
Waltham, Massachusetts, United States
Full-time
Onsite
Lead/Staff
$70K/yr - $81K/yr
5+ years expMore Than Words (MTW) is a nonprofit social enterprise that empowers youth in challenging circumstances. The Associate Director of Retail and Online Operations will oversee the Waltham thrift retail store and online operations, ensuring operational efficiency and supporting youth development through effective leadership.
CommunitiesEducationNon Profit
Responsibilities
Provide operational leadership, management, and oversight for all aspects of the Waltham thrift retail store, ensuring sustainability, growth, customer satisfaction, and achievement of financial, performance, and quality standards
Track key performance indicators and apply analysis to merchandising and sales strategies with data-informed decision making
Cultivate, inventory, and merchandise selection of used books, art, furniture, home goods, and thrift clothing in partnership with youth team
Coordinate as needed with onsite events to ensure smooth operations
Manage training and systems for routine and seasonal display rotations—including idea generation, promotions, and displays—to drive foot traffic to the newly converted Waltham location
Partner with the marketing team to ensure retail sales, store activations, and community outreach are advertised and optimized for increased foot traffic
Train, supervise, and evaluate two full-time managers and youth staff; develop others, give and receive feedback, and promptly address performance to ensure consistent team oversight
Work in partnership with the Director of Business Operations to prioritize, delegate, and set performance expectations in accordance with core competencies and KPIs
Establish and monitor operational, performance, and safety standards/policies and ensure mechanisms are in place to foster and monitor accountability
Own site-specific administrative functions, including scheduling, financial management, analyses and reporting, facilities, and technology
Ensure exemplary customer service and foster an inclusive environment for customers and team members
Staff shifts as needed to ensure coverage and meet customer needs (youth shift sizes typically range from 2–6 young people)
Supervise the Senior Manager of Online Operations who oversees the online book warehouse inventory (~25,000 books), vendor relationships, customer service standards, and fulfillment systems
Provide leadership and coaching to ensure online operations meet articulated financial, performance, quality, and compliance standards
Support youth development on online shifts (typically 2–6 young people) through clear expectations, feedback, and accountability, in partnership with the Senior Manager
Ensure scheduling, training, and systems are in place for effective online operations, while focusing your time primarily on strategic oversight rather than direct day-to-day management
Support staff to manage youth training, schedules, and youth meetings; ensure integration between YOU Job and Business Job in alignment with the MTW core model
Work alongside youth on operations shifts (retail and online, as needed) to provide ongoing training, feedback, and support to improve performance
Hold youth employees accountable for safety, policies, and performance—including attendance, punctuality, professionalism, and efficiency with tasks on shift
Ensure youth gain deeply engaged skills in customer service excellence, customer retention strategies, and marketable retail skills including merchandising, POS systems, and inventory management
Coach youth to develop professionalism, problem-solving, and adaptability in a retail environment
Embed feedback loops and mentorship moments to build confidence and measurable skills for future employment
Qualification
Required
A high school diploma, GED or significant work experience is required
A four-year college degree is preferred, or relevant work experience may be considered in lieu of a college degree
At least 5 years' experience successfully managing retail operations (secondhand market preferred), including managing budgets, vendors, clients, visual merchandising, and inventory reconciliation
Experience with digital marketing, content creation, branding, and community outreach
Must have ability to multi-task and think on numerous levels simultaneously (supporting individual youth, developing an empowering youth training model & managing a legitimate business)
Must be responsible, flexible, hard-working, ethical, trustworthy, sincere and willing to hold youth accountable for their choices
Must have strong communication skills, and ability to convey information up and down in alignment with organization and team decisions
Must have passion for sharing knowledge and skills with youth and empowering them to run the business
A natural affinity for networking and demonstrated confidence and poise is essential for success, as is a strong customer-service orientation and willingness to be accountable
Must be able to lift and carry boxes of books weighing over 25 pounds on a frequent basis
Preferred
Experience with CRM cloud-based programs and inventory management programs
Possess a valid driver's license
Benefits
Medical and Dental Insurance
401K with up to 3.5% Employer Match
Optional tax saving Flexible Spending Accounts (FSA) for health, dental, dependent care, transportation and parking
Generous paid vacation and sick time
Significant growth opportunities and professional development
Employee Discounts
Company
More Than Words
More Than Words is a nonprofit organization which works to help youths in disadvantaged groups.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Marcella Raines
Chief Advocacy and Community Engagement Officer
Naomi Parker
Chief Advancement Officer
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